Route a WhatsApp number to a chat widget connected to Google Chat, and incoming WhatsApp messages arrive in your Google Chat space. Agents reply from Google Chat and the customer gets the answer on WhatsApp. For a product overview, see WhatsApp for Google Chat.
Prerequisites
- WhatsApp connected to Social Intents (see Setting Up WhatsApp Business).
- A chat widget connected to Google Chat (see Connect to Google Chat). Google Chat requires a Google Workspace account.
Routing WhatsApp to Google Chat
Select the Widget
Go to Settings > Channels and expand WhatsApp. Under WhatsApp numbers, choose the widget connected to Google Chat from the dropdown beside your number, then click Save channel settings.
Check the Google Chat Space
Open Chat Widgets > your widget > Settings and confirm Route chats to Google Chat space points at the right space. If a space is missing from the list, mention @Live Chat in that space to add it.
Test
Send a WhatsApp message to your business number from another phone. It should appear in your Google Chat space within seconds.
What Agents See
Each new conversation shows the customer's phone number, a WhatsApp label and their message. Replies to a broadcast include a one-time line naming the broadcast and what it said. If Show agent name on WhatsApp replies is on in the WhatsApp settings, customers see the agent's display name with each reply.
Escalation Routing
You can send WhatsApp conversations to different Google Chat spaces by topic. Create Escalate Chat to Human actions in AI Actions and point each route at a space, for example Sales Support or Tech Support. See Escalation Routing.
AI Agent
If the widget has an AI agent enabled, it answers WhatsApp messages first. When the customer asks for a person or an escalation rule fires, the conversation is handed to Google Chat with the full history.
Frequently Asked Questions
Can WhatsApp go to a different space than website chats?
Yes. Create a separate widget routed to a different space, then choose that widget for the number in Settings > Channels > WhatsApp.
Do agents need WhatsApp installed?
No. Agents answer entirely from Google Chat. They don't need a WhatsApp account or the app.
Does this work with personal Google accounts?
No. The Google Chat integration requires Google Workspace. Personal Gmail accounts can use the web inbox instead.